17.8. HQ Chat

*THE BIG WHAT
The Chat is a live chat option to combine real-time conversations with the ability to share pictures, collect information, and share documents. This feature is similar to text messages but instead of getting a message on a cell phone the messages appears in the Volume Client’s portal and an email is sent to them recapping the chat. Unlike texts, the Clinic HQ Chat does not cost extra.

What is Chat?

HQ users can message their clinic’s VC Portal users and vise versa. Locate Chat on the Clinic HQ navigational toolbar.

This is a free service and does not cost anything extra to use. It relies on a different underlying technology other than traditional chat.

1. Send Chat Blasts to your Volume Clients. These are message alerts to all Volume Clients.
2. Chat one on one with a VC.
3. Allows the VC to message your organization with scheduling inquiries and more.

The Chat feature makes it easier for a clinic organization to share important information with VCs, for clinic team members to see Volume Client Details like an emergency contact phone number, documents, last visit date, and next visit date, as well for the Volume Client to send messages to the organization.

Who can use the Chat feature?

Clinic organization team members can communicate with Portal users. Manage which team members can read and send chats in Settings > Users > User Roles.

Volume Clients that are active in the Volume Client Portal. To help set up a Volume Client in the Volume Client Portal look HERE. VCP users can manage their own user roles and set preferences for which users can read and send chats to the clinic.

Sending Chat Blasts

There are times when you may want to send a message to all of your Volume Clients at one time. For example, if you have an opening for a surgery appointment, if there have been no-shows that you would like to fill at the last minute, clinic announcements/updates, or to notify organizations about closures for inclement weather.

Click on the Blast icon (megaphone) to create and send a message to all Volume Clients at one time.

Choose your font size by selecting the header size of H1, H2, or H3. Type your message in the message bar and send. You can also send the client a link or picture through the message bar.

*NOTE
All of your active Volume Clients will receive the same message at one time. The message will be sent to them via email recaps if they turned this setting on in user permissions. The blast message will also appear in their Portal chat.

Chat One on One

1. Use the Search bar to find and select the Volume Client you would like to message or select the client from the left panel listing.
   Search bar
2. Type your message in the message bar and send. You can also attach a link or picture through the message bar.

*NOTE
A summary email with the transcript will be sent to the Volume Client and the employee communicating with them in the event the Volume Client does not see the “Chat” they will receive an email 30 minutes after the “Chat” was sent.

Chat Notifications

1. The chat bubble icon is located on the toolbar and if there is a message there will be a red indicator showing the number of new unread messages.
   
2. Click on the Chat icon. Rescue names will appear on the left side of the screen in bold if they have sent a message. Click on the name to see the message.
3. Receive email notifications of unread chats in an recap. To receive these emails, go to Settings > Users > User Roles > Edit a user roles and enable the permission “Receive Chat Email Recaps.”

Notifications for Volume Clients

1. Volume Clients can also enable email recaps from their VCP user role setup.
2. In the VCP, your message will then be sent to the Volume Client as an instant message. Their chat icon will l also display red numbers for unread messages.
   Chat in the VC Portal
   VC Chat

Multi-Clinic Chat

Chat exists between the organization and a volume client. For multi-clinics, the Chat messages are shared across all clinic profiles. The Volume Client is not messaging a specific clinic profile but the organization’s clinic team members/users. In multi-clinic setups, users and clients are shared behind the scenes so there is not a way for the messages to be profile specific.

Enabling/Disabling Chat

Read how to turn on/off the tool HERE.

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